Service Delivery Manager – Saudi National

We are seeking a highly skilled Service Delivery Manager for one of our biggest clients, a well-known government entity in Riyadh.

Industry: Aviation

Work Model: On-site

Location: Riyadh

Job Summary

The Service Delivery Manager will be responsible for leading the end-to-end delivery of IT and infrastructure services, ensuring the highest standards of governance, operational excellence, and client satisfaction. This role plays a critical part in managing performance against contractual obligations, driving continuous improvement initiatives, and serving as the primary point of contact for service delivery performance and escalations.

Key Responsibilities

• Oversee IT and infrastructure service delivery performance, ensuring full compliance with SLAs, KPIs, and contractual agreements.
• Lead governance meetings with clients and key stakeholders, providing detailed performance reports and insights.
• Manage escalations and critical incidents, ensuring timely resolution and effective communication throughout the process.
• Drive service improvement plans and implement best practices to enhance operational efficiency and customer satisfaction.
• Collaborate closely with project managers, technical teams, and vendors to align service delivery with organizational and business objectives.
• Ensure compliance with IT security, risk management, and audit requirements.
• Mentor and lead service delivery teams, fostering a culture of accountability, ownership, and continuous learning.
  
  

Job Requirements

• Minimum of +10 years of experience in Service Delivery Management or a similar role.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Aviation industry experience is preferred.
• Strong leadership and stakeholder management skills with proven ability to handle complex, multi-vendor environments.
• Excellent problem-solving and analytical skills.
• Strong communication skills, both verbal and written.
• Ability to work collaboratively in a team-oriented environment.
• Certifications: ITIL v4 (required); PMP/PRINCE2 (preferred).